Multiple SLAs are being triggered for one single incident - around 40 in worst case

Akash4
Kilo Sage
Kilo Sage

‎10-21-2019 04:06 AM

We have found the TaskSLA script include is modified, but that's very hard to revert back to OOB. Can anyone help me understand where exactly the code can be checked and what modifications can we make to make this corrected.

Here is a screenshot which gives an idea:

find_real_file.png

Regards,

Akash

Regards, Akash
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Ct111
Giga Sage

‎10-21-2019 04:09 AM

You need to check the start and pause conditions of all your SLA's and differ it so that it won't coincide with other one

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Akash4
Kilo Sage
Kilo Sage
In response to Ct111

‎10-21-2019 04:52 AM

Hi, thanks for the reply. As like in the above screenshot, the SLAs attached are of one single SLA context and hence the conditions are working perfect when compared to other SLA Definitions.

The only concern is the created time is same and this happens randomly for few tickets say 1/100. I got to realize this happening due to two OOB Scripts which we have modified but not sure on editing those.

Any help is highly appreciated. Thanks. Akash

Regards, Akash
If my response proves useful, please mark it "Accept as Solution" and "Helpful". This action benefits both the community and me.
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